Product Support Specialist (Remote - US)

This position is posted by Jobgether on behalf of ZOLL. We are currently looking for a Product Support Specialist in the United States.

As a Product Support Specialist, you’ll play a key role in supporting critical SaaS solutions used by healthcare providers across emergency and acute care settings. In this remote role, you’ll troubleshoot complex software issues, contribute to improving internal documentation, and ensure users receive top-tier support experiences. You’ll work closely with cross-functional teams while growing your technical and analytical skills in a fast-paced, mission-driven environment where every case resolved directly supports patient care and operational efficiency.

Accountabilities:

• Respond to and resolve advanced support inquiries related to healthcare SaaS products, using established troubleshooting frameworks such as the ZOLL Diagnostic Method (ZDM).
• Analyze billing, workflow, and product functionality issues; identify root causes and implement timely, effective solutions.
• Document cases thoroughly in Salesforce and contribute new insights to internal knowledge bases (Salesforce and Confluence).
• Collaborate across teams—such as Software Support, R&D, and Product—using Jira Service Desk when escalations are needed.
• Partner with internal teams like Implementation, Account Management, and Sales to ensure seamless client support.
• Contribute to a collaborative support culture by guiding junior team members and actively participating in peer knowledge sharing.
• Deliver professional, empathetic service that prioritizes both speed and accuracy to resolve customer challenges.

• 2–4 years of experience in customer or product support, ideally within SaaS or healthcare software environments.
• Strong troubleshooting and analytical thinking skills, with clear written and verbal communication.
• Solid documentation skills and a proactive approach to issue resolution and support process improvements.
• Proficiency with tools such as Salesforce, Microsoft Teams, Slack, and Five9; familiarity with Power BI and Jira is a plus.
• Comfort working in Windows environments, with basic knowledge of software installation and upgrades.
• High school diploma required; a bachelor’s degree or equivalent experience is preferred.
• A customer-first mindset with the ability to work independently and collaboratively in a remote team setting.

• Competitive hourly rate: $18–$28/hour (based on experience, location, and skills)
• Fully remote work opportunity (or on-site in Colorado, if preferred)
• Meaningful work in the healthcare and emergency services industry
• Dynamic, collaborative team culture
• Professional growth and learning opportunities
• Equal opportunity employer committed to diversity and inclusion

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.

🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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